IMPROVING ACCESS TO OUR SERVICES: A New Approach

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Dear Patients of HMG,

We are excited to share some updates on our ongoing efforts to improve access to our services and enhance your experience with us. Our aim is to maintain an average call response time of 10 minutes, and we are making strides towards achieving this goal.

Understanding the Challenges:

We recognise the frustration that can arise when our phone lines are full. Staffing and demand continue to be challenges we face, but we are committed to finding innovative solutions to improve access for all our patients. One of these has been the introduction of our medication enquiries line in August 2024, open 12-5.30pm Monday to Friday, which is answered by our prescription clerks, and has reduced the pressure on the main reception line.

Introducing AI (Artificial Intelligence) Assistance:

On 14th February 2025, we introduced an AI system to help manage call volumes and provide translation services. By selecting Option 4, patients are offered assistance in the language of their country. This service has been particularly beneficial for our Polish and Romanian-speaking patients, with 93 calls translated into English for us to action in March and April alone. We also offer support in Arabic and are open to adding more languages based on your feedback.

From February to April, we recorded 5,242 AI contacts, primarily used when lines are full or for translation services. Patient feedback has been positive, with only one formal complaint since the introduction of the AI system. We’ve received 15 grumbles and 3 formal compliments, which we take seriously as part of our continuous improvement process.

Accessing Our Services:

We offer multiple ways for you to access our services, ensuring flexibility and convenience:

  • Online forms available from 8:00 am to 6:30 pm
  • Our website
  • In-person visits at our sites
  • AI assistance with our Virtual Receptionist
  • Phone lines
  • 24/7 check and cancel service for appointments

Our AI system provides an additional way to access the practice, acting as another string to our bow. The AI can also take an infinite number of calls meaning there is never a queue. If the AI system is unable to assist, or if a patient requests to speak to a human, calls are transferred to human support. Please be assured that we will always have real life receptionists to take calls and assist patients.

Monitoring & Feedback:

We hold regular meetings to manage and monitor the AI system’s performance. Feedback from our Reception Team has been positive, and we are pleased to report that team turnover has stabilised.

Improved Call Response Time:

We are delighted to share that our average call response time has improved. In April, the average was 12.59 minutes, and in May, it has reduced to 8.24 minutes, with 5,056 calls answered.

To further improve capacity and reduce DNA (Did Not Attend) rates, we are making changes to GP appointments, allowing bookings up to 4 weeks in advance rather than 6 weeks. We understand that circumstances can change, so please let us know as soon as you can if you need to cancel your appointment. Our team will also check when a booking link has been sent for a Doctor’s appointment that it has been used, if not expect a phone call and if you are unable to answer a letter will be sent to enable you to get in touch and book if the appointment is still required. We are aiming to provide a weekly update on our website of the current wait for a non-urgent appointment as well as live data of how many patients are in our telephone queue.

We appreciate your continued support as we strive to enhance our services.